FAQ

Yes. If a return is approved, refunds will be issued to the original payment method. Orders paid with Gift Cards will be refunded back to the Gift Card.

It’s best to use a return service that offers tracking — Maurten is not responsible for returns lost in transit.

Contact customer support via the contact form available on maurten.com. Include your order number for faster assistance.

Return shipping costs are the responsibility of the customer — unless the return is due to a defective or incorrect item.

Direct exchanges are not available. If you want to order a different product, place a new order and request a return for the original item, if eligible.

Once your return has been received and approved, refunds are processed to the original payment method. Processing times may vary depending on your payment provider. For products returned in accordance with chapter 6 for EU, US, CA or chapter 8 for UK, you will receive the refund as soon as possible — at the latest, fourteen (14) days after your return is received. The refund will be paid to the same payment method used to make the original purchase.

You have the right to return your order within 14 days of delivery. Your order will be fully refunded, but you will have to cover the cost of your return yourself. For details, review the Maurten Return Policy under general terms — chapter 6 for EU, US, CA or chapter 8 for UK.

Yes. The right of withdrawal does not apply to products that:

- deteriorate or expire quickly (e.g. soon to be expired products),

- if the seal, box or package has been broken or opened,

- sealed products that are not suitable for return for health or hygiene reasons if the seal has been broken, or opened

- gift Cards

To request a return, fill out the return form and contact customer support using the contact form on maurten.com — include your order number and reason for return. The team will guide you through the next steps.

Once your withdrawal request has been confirmed, you can proceed with returning your products by filling out the return form and send it via the Maurten contact form. Shortly after, you’ll receive confirmation of your return and the return address.

Return forms need to include the following:

• the order number of the delivery
• your name and contact information
• specification of the product(s) to be returned

Once you receive confirmation of your return, you must send the product back no later than fourteen (14) days from the date of your refund request. The customer is responsible for all shipping and handling charges on returned products and is liable for any damage to the products during shipment. Therefore, please make sure that the products are packed well for shipment. We strongly recommend that you fully insure your return shipment against loss or damage and that you use a delivery service that can provide you with proof of delivery.

Returns are accepted in accordance with the Maurten Return Policy. Products must be unused, unopened, and returned in their original packaging. Returns that do not meet these conditions may not be accepted. You can review the Return Policy under Terms & Conditions — chapter 6 for EU, US, CA or chapter 8 for UK.

Fill out the complaint form below and send it as an attachment via the contact form.
Complaint form (English)

Original shipping costs are nonrefundable unless the return is due to an error or a damaged product.

Yes, as a consumer, you have the right to request a withdrawal from your purchase within 14 days from the day you receive or pick up your order, unless an exception applies. Once you have requested a withdrawal, you have another 14 days to return the products. . The withdrawal function can be found here: Withdrawal form

You can exercise your right of withdrawal within 14 days from receiving or picking up your order by using our withdrawal function, here: withdrawal form or by filling out the return form and contact customer support using the contact form on maurten.com. The withdrawal function may also be available in other places, such as your order confirmation email, our terms and conditions or your member account page.

To submit your withdrawal request, you will need to enter your order number and email address, and confirm your withdrawal as a final step.

Once your request has been reviewed, our team will guide you through the next steps.

Yes, in some cases you may withdraw from only part of your order. However, this may not be possible if the products are sold as an inseparable set (e.g. Maurten Test, Race or Running Collections) or are intended to be used together as a single product.